El sector servicio, específicamente el sector automotriz, ha tenido un gran crecimiento en la economía y se ha mantenido en la constante búsqueda de métodos para mejorar sus índices de calidad con sus clientes; sin embargo, en esta actividad terciaria es constante la existencia de errores en las reparaciones generales. Este documento aborda un estudio práctico para medir la efectividad del modelo Lean Service Quality (LSQ), que combina el desarrollo de una escala de elementos múltiples para medir la calidad del servicio (SERVQUAL) y un modelo conceptual/práctico Lean Service, con el objetivo de reducir el número de reparaciones técnicas defectuosas en un concesionario automotriz de Lima. El principal resultado de la investigación, se logró definir una guía práctica para la replicación del modelo LSQ y como primera aproximación del modelo se pudo evidenciar que dentro del concesionario en estudio se logró reducir en 5.17% el índice de reparaciones mal realizadas. / The service sector, specifically the automotive sector, has witnessed significant growth in the economy and is constantly searching for methods to improve its quality indexes with its customers; however, errors in general repairs are ever present in this tertiary activity. This document undertakes a practical study to measure the effectiveness of the Lean Service Quality (LSQ) model, which combines the development of a multi-elemental scale to measure service quality (SERVQUAL) and a conceptual/practical Lean Service model, with the aim of reducing the number of poorly performed technical repairs at a Toyota automobile dealership. The main result of the research was defining a practical guide to replicate the LSQ model. In addition, as the model’s first approach, the study demonstrated that, for the dealership under study, the rate of bad repairs was ultimately reduced by 5.17%. / Tesis

This study investigates the settlement period, including payment delays and failed deliveries that occur during the processing of U.S. equity transactions, and its effects on observed stock prices. Payment and delivery occur three to six calendar days after the trade date in the standard three business day settlement cycle, referred to as T+3. First, the buyer benefits from a payment delay, during which time he can earn interest on the cash needed to settle the trade. Since the seller has no analogous opportunity, I anticipated that the cost of the payment delay would be reflected in equity prices at a rate equivalent to the risk-free rate over the settlement period in ordinary circumstances and at a higher rate during financial market crises if sellers believe they may not be paid on time. Using CRSP daily market index returns from 1995 through 2009, I measured the cost of this delay to be approximately three to five times the risk-free rate, proxied by the effective Fed funds rate. These results suggest that buyers are forced to compensate sellers at rates greater than I expected during normal conditions. Second, the risk of failed delivery may also affect security prices if market participants expect that sellers will not deliver securities on time. A failed delivery effectively becomes a forward transaction. I predicted that buyers compensate sellers at the risk-free rate over the extended settlement period. This compensation would be in addition to the normal payment delay and directly related to the probability of failed delivery; thus, I added SEC Regulation SHO daily failed deliveries data, available from 2004 through 2009, to the model with payment delays. By constructing a proxy for the change in probability of failure from aggregated fails and market volume, I found that buyers compensate sellers over the lengthened settlement period due to failed deliveries at a rate of approximately 11 basis points daily for an increase in the likelihood of failure of one percentage point.

Marknadsföring är idag en viktig del i många företag, i takt med samhällets utvecklinghar sättet att marknadsföra sig på förändrats. I de nyare marknadsföringsteorierna har kommunikationen mellan konsumenten och säljaren fått en allt större roll. Marknadsföringen är på väg att lämna transaktionsperspektivet och gå över motrelationsperspektivet. Detta har gjort att företag letar efter alternativa marknadsföringskanaler så som sociala medier. Uppsatsen studerar hur ICA, Willy:s och Vi-Butikerna använder sig av Facebook för att kommunicera med sina medlemmar. Den empiriska grunden bestående av kvalitativa och kvantitativa observationer samt kvalitativa intervjuer har givit en förståelse för hur företagen interagerar med sina medlemmar. Analysen visar att ICA kommit längre i sitt facebookanvändande än Willy:s och Vi-Butikerna. ICA har ett större antal medlemmar, bra interaktion och bättre innovation än de övriga företagen, detta tyder på att företagets facebooksida fungerar utmärkt. Något samtliga företag brister i är hanteringen av information om medlemmarna. De integrerar inte informationen om medlemmarna på Facebook med deras CRM-system vilket leder till att de inte kan nyttja Facebooks fulla potential. / Marketing today is important for a company, due to the development of the society theway of marketing has changed. Communication between consumers and sellers hasbecome more important in the newer marketing theories. Marketing is about to leave thetransaction perspective and are moving towards the relational perspective. This has forced companies to look for alternative marketing channels such as social media. The following essay show how ICA, Willy:s and Vi-Butikerna communicate through Facebook with their members. Qualitative and quantitative observation and qualitative interviews where conducted to obtain empirical basis and this has led us to understanding how the companies interact with their members. The analysis show that ICA is more advanced in their Facebook usage than Willy:s andVi-Butikerna. ICA has a larger number of members, good interaction and is far more innovative. This implies that the company usage of Facebook is excellent. Something all the companies lack is the handling of information from the usage of their Facebook members. They do not integrate the information from the usage of Facebook with thierCRM system with the results of not using the full potential of Facebook.

Aim: The objective of the study was to create knowledge on how supply chain management (SCM) can generate and impact satisfaction related to dealer - original equipment manufacturer (OEM) relationships. In this context, the after-sales market was investigated since it became the cash cow of the automotive industry after the financial crisis in 2008. The aims were to design comprehension of: Impact/importance of satisfaction Interrelations of SCM/relationship elements Recommendations for SCM strategies Method: The qualitative research focused on dealers and experts, who were questioned via structured interviews. Thereby relational content analysis was used to detect and categorize 15 codes, condensing the findings in a context model. Result & Conclusions: The research identified commitment, trust and communication to be substantial important within relationships. The OEM has to ensure a sustainable, transparent, adaptive and open relationship while guaranteeing satisfying experiences. The outcome is a “Relationship-Satisfaction Model”, where each element is placed in different importance groups, including adjustment recommendations. As a supporting concept for strategy adaptation, the “4S” model of SCM was deduced. Suggestions for future research: The limitations are related to the examination of a single industry sector and the derivation of theory from dealer experiences in one culture solely. Here diversification of the generated model will support and extend the findings. Contribution of the thesis: The model suggests different focus areas of SCM to improve future-orientated strategies for OEM’s. This conception can create competitive advantage in SCM, while contributing innovative knowledge to the current theories on satisfaction within dealer-OEM relationships.

Master of Agribusiness / Department of Agricultural Economics / Christine Wilson / Credit scoring is a tool used to make lending decisions. AgChoice Farm Credit has a dealer financing program called Farm Credit Express that makes lending decisions based on a scoring model. Farm Credit Express is a dealer financing option for farm equipment purchases. AgChoice has generated significant loan volume with this program but has also experienced challenges with loan delinquencies as field staff must service loans that they did not originate. This thesis evaluates loan delinquencies within AgChoice Farm Credit’s Farm Credit Express (“FCE”) program. The thesis develops a regression model that includes delinquencies as the dependent variable and Total AgChoice Borrowing, Original Loan Amount, Farming Segment, CBI Score, AgScore, and FCE Only as the independent variables. The model provides an examination of AgChoice’s Farm Credit Express delinquencies and evaluates the variables mentioned above and their ability to predict delinquencies. The results showed that Total AgChoice Borrowing, Original Loan Amount, CBI Score and FCE only were statistically significant independent variables. Based on results of the model, recommendations were made to potentially reduce future delinquencies in the Farm Credit Express loan portfolio.

Master of Agribusiness / Department of Agricultural Economics / Allen M. Featherstone / The Agriculture Equipment Manufacturing industry is a $42 billion dollar industry in the United States. The Agricultural Equipment industry is very competitive across all market segments, especially in the less than 100 horsepower category (<100hp). This tractor category consists of 4 sub categories: <20hp, 20-40hp, 40-60hp, and 60-100hp. The <100hp tractor segment accounted for 170,547 of the 207,833 tractors that were sold during the 2014 year. Compared to the over 100 horsepower category (100+hp) that has fewer competitors, the <100hp segment is more competitive with more manufacturers competing for market share. Company XYZ is a full line manufacturer of agricultural equipment, harvesters, and construction equipment. Company XYZ lost some ground in market share due to the increased competition from new entrants into the market place as well as established manufacturers increasing their presence. To be more competitive, Company XYZ is looking at industry best practices to see how they can increase market share. One of these practices is a terms bank. A terms bank allows a dealer to stockpile unused months of terms to be used at a later date on tractors with expired terms. This minimizes financial risk for dealers to stock inventory. The cost to stock inventory is a large expense that dealers must carefully manage. One of the biggest costs of stocking inventory is the interest paid for tractors that have exhausted their interest free terms. A terms bank may lower the amount of interest that a dealer pays. It also lowers the cost to stock inventory and allows the dealership to manage and reduce these costs and risks. Evaluating the factors associated with stocking inventory, especially interest rate, will help manage inventory costs and stocking levels. This thesis uses regression analyses to analyze the costs of stocking units and the effect it has on dealership revenues. A regression analysis will test the hypothesis that lowering the interest portion of the cost of stocking inventory will increase sales. Data were gathered for dealership groups in the Western United States on a monthly basis for the years 2008 – 2014. The results supported the hypothesis that lowering the interest rate at dealerships was positively correlated with revenues. The reduced interest cost lowers the carrying cost of inventory and point to a terms bank being an effective tool for increasing Company XYZ’s market share.

Submitted by Fabio Sobreira Campos da Costa (fabio.sobreira@ufpe.br) on 2017-03-09T13:28:37Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) A TRAJETÓRIA DE VIDA DO BARÃO DE BEBERIBE UM TRAFICANTE DE ESCRAVOS NO IMPÉRIO DO BRASIL.pdf: 2726332 bytes, checksum: 80cb105cc9db15e9251b2c4f69f86fbf (MD5) / Made available in DSpace on 2017-03-09T13:28:37Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) A TRAJETÓRIA DE VIDA DO BARÃO DE BEBERIBE UM TRAFICANTE DE ESCRAVOS NO IMPÉRIO DO BRASIL.pdf: 2726332 bytes, checksum: 80cb105cc9db15e9251b2c4f69f86fbf (MD5) Previous issue date: 2016-07-12 / CAPES / Este trabalho investiga o tráfico de escravos em Pernambuco de 1820 a 1855 a partir da trajetória de vida do negociante de escravos Francisco Antonio de Oliveira, o Barão de Beberibe. Com base nesse personagem, foram analisados os comportamentos e a dinâmica social do comércio de escravos em Pernambuco no contexto Imperial do Brasil escravista, demonstrando assim, o mundo em que este personagem viveu e como ele o viveu. A partir das investigações das malhas tecidas pelos negociantes, suas influências políticas no comércio Atlântico de escravos e as relações com Francisco Antonio de Oliveira, foi possível compreender como ele se inseriu na economia, na política e nas ações do cotidiano nessa mesma sociedade; além disso, suas relações comerciais e políticas com a elite brasileira foram importantes para a compreensão da permanência do comércio de escravos, mesmo após a lei atitráfico de 1831, momento que o levou á diversificação dos seus investimentos financeiros, através da fundação de empresas e bancos em sociedade com importantes capitalistas. Sua busca pelo enriquecimento e poder o conduziu por caminhos que levaram ao título de Barão de Beberibe, agraciado em 1853. / This Dissertation investigates the transatlantic slave trade to Pernambuco, between 1820 and 1850, focusing on the life trajectory of a slave dealer, the Baron of Beberibe, Francisco Antonio de Oliveira. The study of that slave dealer’s social life and networks allows us to observe the dynamics and behavior of the slave trade in Imperial Brazil, and shows aspects and processes of the world he lived. His contacts with other businessmen, his political and economic influence allowed him to broaden his participation in the slave trade, the economy and politics of Pernambuco. His personal, political and mercantile networks allowed him to participate in the Brazilian imperial elite and later diversify his business interests, in order to include banking and other business partnerships with other merchants and businessmen in Pernambuco.

This master thesis has two major purposes. First purpose of this master thesis is to discuss qualitative and comparative approach to analysis, qualitative data (re)use, and their combination because, in recent years, these approaches have become increasingly important in the discourse of social sciences being related to the contemporary methodological discussions. The other purpose of this master thesis is to introduce the example of comparative (re)use of qualitative data because data (re)use is rather low and the example of this approach will contribute to its development. I discuss the application of this combination on the example of the membership categorization analysis that was focused on the comparison of member categories use by "drug dealers" in Prague and Frankfurt. The analysis revealed similarities as well as differences in the local production of member categories. The similar use of member categories and their predicates is based in the similar occasion (research interview) and in the similar social situation of interviewees (educated, not penalized). Furthermore, the similar use of categories suggests that, in both cases, the omnirelevant member category of drug dealer is relevant and have similar meanings. In order to sustain their identity as a legitimate members of society, interviewees...

The aim of the thesis is to determine the value of Citfin, spořitelní družstvo to date 31.12.2013 for the purpose of strategic decision regarding the future functioning concept of the coop. The work includes a profile of the cooperative followed by financial and strategic analysis. Financial plan is based on the findings from the financial and strategic analysis. The valuation is based on asset analysis, additionally on yield analysis and market comparison.

This thesis summarizes main reasons for using motor vehicle block exemption regulation. It studies the position of independent car repair shops and their access to technical documentation. It provides a summary of the main reguirements for authorized dealers and car repair shops’ equipment. A list of authorized dealers for each brand in Brno follows. In conclusion, there are two projects for a car repair shop and its business forecast.